Hi, I’m
Stephen George
Summary
Believe to work in such a way which accords me constant refinement of my skills and instills vigor to outperform every time while contributing dynamically to the organization and its goals. Proficient in using applications such as the Share pro, Microsoft Office. Have well developed capabilities of leading, mentoring, and motivating team members to achieve individual and team objectives. Having good communication and presentation skills.
Overview
18
years of professional experience
Work History
Barclays Shared Services
Team Manager
01.2023 - Current
Job overview
- Working with unsecured cards and Managing Team of 25 FTE’s along with 2 SME’s responsible for overall Performance for the cohort.
- Handled teams’ inbound collections outbound collections and back-office collections
- Ensure operational efficiency, adherence to SLAs, and quality benchmarks.
- Drive performance through goal setting, KPIs, and continuous feedback
- Streamline processes to improve productivity and reduce cost
- Team uses to help customers to help in delinquency and assist the customer with multiple plan options
- Handling a high influx of in-bound calls pertaining to collection of delinquent accounts.
- Help the customer who are going through bankruptcy insolvency and Debt management plans
- Leading Complaints team which comprised of onshore & off shore colleagues to support the overall performance on complaints for the business
- Was a part of Hiring new colleagues during Hiring drive conducted by Barclays.
- Supervise and mentor team members, including setting goals, providing feedback, and fostering professional development.
- Imparted trainings to Team members with Basic Excel Knowledge
- Accountable for implementing and governing controls in business to mitigate the risks in business to meet regulatory requirement of monthly audits
- Liaising with Onshore and the WFM team for monitoring real time service levels & schedule adherence holding the team accountable for meeting and exceeding various performance targets
- Responsible for training employees, planning, assigning and directing work staffing and development of employees
- Supporting the Vice President with overall Business Management-ensuring successful SLA delivery, facilitate business reviews, input feedback on basic and modify process improvement opportunities within related business/policies across Barclaycard.
- Worked on various performance improvement projects on a span level like Risk based monitoring analysis, Knowledge Tree simplification process
- Track key performance indicators (KPIs) and metrics to ensure goals are being met
- Completing & discussing yearly appraisals and discussion with the team.
Barclays Financial Assistance
TEAM SUPPORT SPECIALIST (Collections)
04.2018 - Current
Job overview
- Analyzing the system, Business processes, requirement analysis, supporting the business or system functions, handling KPI’s (Key Performance Indicators)
- Liaising with onshore and the WFM Team for monitoring real time service levels and schedule adherence and holding the team accountable for meeting and exceeding the performance metrics
- Handling Clients technical queries
- Gathering information from Client and on setting up Financial Solution to the Client.
- Trained as per the Lending Standard Board (UK)
- Building Relationships with Team and Clients - Addressing issues
- Adhere to compliance policy and make sure that it is followed by colleagues as well.
- Share updates with team to improve overall performance
- Help team by grooming new joiners under Mentor-Mentee program
- Helped to identify the opportunity areas of new joiners and design a plan to tackle the opportunity.
HCL TECHNOLOGIES
Customer Relation Officer
03.2008 - 11.2010
Job overview
- My role initially, was responding to emails from customers related to phone line and broadband
- Ensure proper and adequate responses were sent to customer queries within the agreed SLAs.
- Adhere to compliance policy and make sure that it is followed by colleagues as well
- Delivered on the promised SLA by ensuring 5 mails per hour
- Helped team by helping New Joiners come up the Learning Curve.
- Training new joiners and facilitated cross training among team members.
- Conducted Virtual Training for the floor for new joiners.
- Conducted Auditing for our WLR3 span
Education
SYMBIOSISPune
MBA
IIHTIndia
Diploma from N+, MCSE, CCNA
Andhra Education SocietyDELHI
University Overview
CBSE, 12th
HOLY Angels SchoolUP
University Overview
ICSE, 10th
Delhi University
B. Com
01-2008
Skills
- Audit
- Customer Service
- SLA Management
- Stakeholder management
- Team handling
- Performance Management
Timeline
Team Manager
Barclays Shared Services
01.2023 - Current
TEAM SUPPORT SPECIALIST (Collections)
Barclays Financial Assistance
04.2018 - Current
Customer Relation Officer
HCL TECHNOLOGIES
03.2008 - 11.2010
IIHT
Diploma from N+, MCSE, CCNA
Andhra Education Society
HOLY Angels School
Delhi University
B. Com
SYMBIOSIS
MBA
Carrier Highlights
Awarded the Lending Standard Board Champion Award in the month of August 2014 for excellent service, Awarded a BRP award in Excellence in October 2020 for the best team., Appreciation from Onshore- London Managers for handling the Remediation Project.
Application Skills
Well versed with MS Office with Excel, Word and Power Point.
Personal Details
- Date of birth: 03th October1985
- Passport: Valid
- Status: Married